Customer Online Chat Representative

Customer Online Chat Representative - ClickSend (Sinch Philippines)

Why do we have this role?

This role is to be ClickSends' first point of contact through our 24/7 live chat. You'll provide online support to our customers to help resolve any product-related queries. Plus, you'll assist with issues and escalate them to the right teams. You will work with our AI tools to provide an exceptional customer experience seeking first point of contact resolution.

What do you do in the role?

Customer Online Chat Representative will:

• Be the first point of contact for our online chat service.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right processes/tools.
• Resolve product and service problems by clarifying the customer's complaint. You'll determine the cause of the problem and provide a suitable solution. Plus, you'll follow up to ensure the resolution.
• Engage in continuous learning as provided by CS to ensure you remain up to date, and your knowledge remains consistent with that required to service our customers.
• Participate in other tasks as required.
• Meet set KPIs. Including CSAT and QA requirements.
• Embrace and demonstrate the Sinch Values.

What experience/qualities you need to bring with you

• Proven history of providing exceptional customer support.
• Ability to multi-task, prioritise and manage time effectively.
• Critical thinker and problem-solver.
• Familiarity with CRM systems/Online Chat environments and best practices is beneficial.
• Exceptional written and verbal communication skills.

What we promise to give you

• Remote working (Sinch Philippines)
• A day off for your birthday
• Additional vacation leaves as per employee handbook
• Health Insurance benefits
• Home internet allowance
• Access to our Employee Assistance Program

Sinch Values

• Dream Big - We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
• Win Together - Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
• Keep it Simple - Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
• Make it Happen - We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.